Customers, too, are eager for information and ready to make well-informed purchases. They face the same economic constraints as service providers do and need to be prudent in their investments and protection of capital equipment. Historical data on maintenance costs and repairs helps instill confidence in purchase decisions for upgrading or replacing units. Data also can be used to demonstrate to the customer the overall service reliability, on-time response rates and agreement compliance.
Service-focused organizations need to dig deep to get a grasp on KPIs that are truly relevant and aligned directly to business goals. Personnel working with developing performance management systems need to keep in mind they are not just looking for data; they are looking for data which can be influenced and looking for influencing factors which lead to improvement aligned with a corporate goal.